This Erie Insurance review will evaluate, for the most recent six year period where reliable statistics are available (2009, 2010, 2011, 2012, 2013 & 2014), the home & auto insurance complaints for the subsidiary companies of the Erie insurance group of companies, to determine whether each subsidiary, such as Erie Insurance Exchange or Erie Insurance Property & Casualty Company, has a better-than-average, average, or worse-than-average customer complaint record.
In addition to reviewing & rating its most recent six year complaint record, I’ll analyze the change in the JD Power home & auto insurance scores & ratings for Erie insurance from 2012 to 2016, and compare them to the scores of leading competitors, like State Farm, Allstate, Farmers, Travelers, Safeco, Nationwide, Liberty Mutual, Progressive, & GEICO. I’ll review the AM Best Financial Strength ratings for the Erie insurance companies, too.
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Erie Auto & Homeowners Insurance Review
Erie Insurance sells auto, home, life & business insurance through more than 2,175 independent insurance agencies, located in eleven states and Washington DC, including Illinois, Indiana, Maryland, New York, North Carolina, Ohio, Pennsylvania, Tennessee, Virginia, West Virginia, and Wisconsin. It is the 12th largest auto insurer in the USA based on direct premiums written, and the second largest auto insurer in Pennsylvania.
Erie is composed of six insurance company subsidiaries. Five of these subsidiaries are property & casualty insurance companies: Erie Insurance Company, Erie Insurance Company of New York, Erie Insurance Exchange, Erie Insurance Property & Casualty Company, and Flagship City Insurance Company. One subsidiary is a life insurance company: Erie Family Life Insurance Company.
This Erie insurance companies review is divided into four sections, considering its: 1. AM Best Financial Strength Ratings 2. JD Power insurance customer & claims satisfaction scores & ratings for Erie Insurance compared to competing companies 3. auto & home insurance customer complaint record over the last five years, and 4. competitiveness of its auto & home insurance rates compared to other major auto & home insurance companies.
1. AM Best Financial Strength Ratings for the Erie Insurance Companies
These Encompass companies — Erie Insurance Company, Erie Insurance Company of New York, Erie Insurance Exchange, Erie Insurance Property & Casualty Company, and Flagship City Insurance Company — had their A+ (Superior) AM Best Financial Strength Rating with a stable outlook (no ratings upgrade or downgrade is expected in the near future) affirmed on 06/03/2015. A+ is the second highest rating for AM Best.
Erie Family Life Insurance Company had its AM Best financial strength rating of A (Excellent) affirmed also on 06/03/2015 with a stable outlook. A is the third highest rating for AM Best. I become concerned with any auto, home, or life insurance company / subsidiary with less than an A- rating for financial strength from AM Best.
Best financial strength ratings are not a measure of customer service or the quality of the claims adjusting for any of the Erie companies, but an opinion about their ability to pay claims, remain financially solvent, and stay in business. I recommend avoiding, if possible or practical, any auto, life, or homeowners insurance company with lower than an “A-” rating for financial strength from AM Best. Other major auto & home insurance companies may have a higher or lower financial strength rating than the Erie companies shown above, but the difference in financial strength among A++, A+, A, & A- rated companies is not significant to me unless higher rated companies are the same or better in terms of price, coverage, claims handling, and customer service.
2. Erie JD Power Auto & Home Insurance Ratings for 2012, 2013, 2014, & 2015
This section of the review will analyze the JD Power ratings & numerical scores for Erie Insurance, in all the JD Power insurance studies where the company was included from 2012 to 2015, to see if its JD Power ratings truly reflect the quality of the claims & customer service for the company.
I’ll compare the numerical scores (instead of the power circle rating) for Erie auto & home insurance, to the industry average and the scores of competing insurance companies, for each JD Power insurance study (2012-2015) where it was rated. Erie was included in the following annual JD Power insurance studies:
The Annual JD Power Auto Insurance Customer Satisfaction Study
The Annual JD Power Auto Insurance Claims Satisfaction Study
The Annual JD Power Auto Insurance Purchasing Experience Study
The Annual JD Power Homeowners Insurance Customer Satisfaction Study
The Annual JD Power Property (Home) Insurance Claims Satisfaction Study
You can scroll down to read my analysis or summaries of the studies most interesting to you.
The Annual JD Power Auto Insurance Customer Satisfaction Study
Erie is usually rated in two of the eleven regional studies, the Mid-Atlantic region and the North Central region, composing the annual JD Power US Auto Insurance Customer Satisfaction Study. If your state is not included in either of these regions, the study results for Erie in these two regions are a reasonable proxy for how Erie performs in your state.
Mid-Atlantic Region (DC, DE, MD, NJ, PA, VA, WV)
2015: Erie scored 28 points (on a 1,000 point scale) or 2.8% above the 2015 Mid-Atlantic region average, at 850 out of 1,000 points.
Here is how Erie rated in the Mid-Atlantic Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Five Power Circles (among the best)
Price: Five Power Circles (among the best)
Billing & Payment: Four Power Circles (better than most)
Interaction: Five Power Circles (among the best)
Claims: Five Power Circles (among the best)
Overall Customer Satisfaction: Five Power Circles (among the best)
These companies scored 1.4% or more higher than Erie in the 2015 Mid-Atlantic Region study (from highest scoring company to lowest scoring company): USAA and NJM Insurance.
These companies scored 1.5% or more lower than Erie in the 2015 Mid-Atlantic Region study (from highest scoring company to lowest scoring company): Hartford, State Farm, GEICO, Allstate, Travelers, Progressive, Nationwide, Liberty Mutual, Plymouth Rock Assurance, and 21st Century.
2014: Erie scored 24 points (on a 1,000 point scale) or 2.4% above the 2014 Mid-Atlantic region average, at 830 out of 1,000 points.
Here is how Erie rated in the Mid-Atlantic Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Three Power Circles (about average)
Price: Five Power Circles (among the best)
Billing & Payment: Four Power Circles (better than most)
Interaction: Five Power Circles (among the best)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Five Power Circles (among the best)
These companies scored 3.6% or more higher than Erie in the 2014 Mid-Atlantic Region study: USAA and NJ Manufacturers.
These companies scored 2.1% or more lower than Erie in the 2014 Mid-Atlantic Region study: GEICO, State Farm, Allstate, Nationwide, Progressive, Travelers, 21st Century, Plymouth Rock Assurance NJ (High Point), and Liberty Mutual.
2013: Erie scored 24 points (on a 1,000 point scale) or 2.4% above the 2013 Mid-Atlantic region average, at 826 out of 1,000 points.
These companies scored 1% or more higher than Erie in the 2013 Mid-Atlantic Region study: USAA, NJ Manufacturers, and State Farm.
These companies scored 1.5% or more lower than Erie in the 2013 Mid-Atlantic Region study: GEICO, The Hartford, Allstate, Nationwide, Progressive, Travelers, liberty Mutual, Plymouth Rock Assurance NJ (High Point), and 21st Century.
2012: Erie scored 27 points (on a 1,000 point scale) or 2.7% above the 2012 Mid-Atlantic region average, at 834 out of 1,000 points.
These companies scored .6% or more higher than Erie in the 2012 Mid-Atlantic Region study: USAA and NJ Manufacturers.
These companies scored 2.1% or more lower than Erie in the 2012 Mid-Atlantic Region study: State Farm, Nationwide, Travelers, Progressive, The Hartford, GEICO, Allstate, Liberty Mutual, 21st Century, and High Point Insurance.
Mid-Atlantic Region Auto Insurance Satisfaction Summary: Erie scored 2.7%, 2.4%, 2.4%, and 2.8% above the region average each year in the 2012, 2013, 2014 & 2015 studies respectively, showing a consistent trend of strong above average auto insurance customer satisfaction in the Mid-Atlantic region states of DC, DE, MD, NJ, PA, VA, and WV. However, Erie is not available in NJ or DE.
North Central Region (IL, IN, MI, OH, WI)
2015: Erie scored 7 points (on a 1,000 point scale) or .7% above the 2015 North Central region average, at 815 out of 1,000 points.
Here is how Erie rated in the North Central Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Three Power Circles (about average)
Price: Five Power Circles (among the best)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Three Power Circles (about average)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Four Power Circles (better than most)
State Farm, Progressive, Farmers, and GEICO scored about the same (within 3 points) as Erie in the 2015 North Central Region study.
These companies scored .4% or more higher than Erie in the 2015 North Central Region study (from highest scoring company to lowest scoring company): USAA, Auto-Owners, Nationwide, COUNTRY Financial, Indiana Farm Bureau, Hartford, American Family.
These companies scored .9% or more lower than Erie in the 2015 North Central Region study (from highest scoring company to lowest scoring company): Allstate, Grange, Liberty Mutual, Metlife, Michigan Farm Bureau, Automobile Club Group (AAA), Hanover, and Safeco.
2014: Erie scored 9 points (on a 1,000 point scale) or .9% above the 2014 North Central region average, at 825 out of 1,000 points.
Here is how Erie rated in the North Central Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Three Power Circles (about average)
Price: Five Power Circles (among the best)
Billing & Payment: Three Power Circles (about average)
Interaction: Three Power Circles (about average)
Claims: Five Power Circles (among the best)
Overall Customer Satisfaction: Four Power Circles (better than most)
These companies scored 1.5% or more higher than Erie in the 2014 North Central Region study: USAA and Auto-Owners.
These companies scored 1.6% or more lower than Erie in the 2014 North Central Region study: American Family, GEICO, Michigan Farm Bureau, Nationwide, Progressive, Liberty Mutual, Allstate, Farmers, Automobile Club, The Hanover, and Metlife.
2013: Erie scored 26 points (on a 1,000 point scale) or 2.6% above the 2013 North Central region average, at 823 out of 1,000 points.
These companies scored 1% or more higher than Erie in the 2013 North Central Region study: USAA and Auto-Owners.
These companies scored 1.4% or more lower than Erie in the 2013 North Central Region study: Michigan Farm Bureau, The Hartford, Nationwide, GEICO, Grange, American Family, Allstate, Country, Liberty Mutual, Farmers, Progressive, Auto Club, and The Hanover.
2012: Erie scored 19 points (on a 1,000 point scale) or 1.9% above the 2012 North Central region average, at 823 out of 1,000 points.
These companies scored .5% or more higher than Erie in the 2012 North Central Region study: USAA, Auto-Owners, and State Farm.
These companies scored .9% or more lower than Erie in the 2012 North Central Region study: Country, Grange, GEICO, Liberty Mutual, Allstate, Progressive, American Family, The Hanover, Auto Club, Michigan Farm Bureau, Nationwide, The Hartford, and Farmers.
North Central Region Auto Insurance Satisfaction Summary: Erie scored 1.9%, 2.6%, .9%, and .7% above the north central region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a trend of above average auto insurance customer satisfaction, but moving closer to the average for the last two years, in the north central region states of IL, IN, MI, OH, and WI. However, Erie is not available in the state of Michigan.
The Annual JD Power Auto Insurance Claims Satisfaction Study
2015: Erie scored 5 points (on a 1,000 point scale) or .5% above the 2015 US auto claims satisfaction study average, at 862 out of 1,000 points.
Here is how Erie rated in the six factors used to determine its overall auto insurance claims satisfaction score in 2015:
First Notice of Loss: Three Power Circles (about average)
Service Interaction: Four Power Circles (better than most)
Appraisal: Three Power Circles (about average)
Repair Process: Five Power Circles (among the best)
Rental Car Experience: Three Power Circles (about average)
Settlement: Three Power Circles (about average)
Overall Auto Claims Satisfaction: Three Power Circles (about average)
These insurance companies scored about the same (from one point below to four points below) as Erie in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): Allstate, American Family, Farmers, Safeco, and State Farm.
Nationwide scored only slightly better (four points higher or .4%) than Erie in the 2015 US Auto Claims Satisfaction study.
These insurance companies scored .8% or more higher than Erie in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): New Jersey Manufacturers, Auto Owners, USAA, Amica, Auto Club of Southern California, and Hartford.
These insurance companies scored .8% or more lower than Erie in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): GEICO, Liberty Mutual, Progressive, Country Financial, Mercury, Travelers, CSAA Insurance Group, 21st Century, Hanover, Metlife, Automobile Club Group, Esurance, and MAPFRE-Commerce Insurance.
2014: Erie scored 2 points (on a 1,000 point scale) or .2% above the 2014 JD Power Auto Claims Satisfaction study average, at 859 out of 1,000 points.
Here is how Erie rated in the six factors used to determine its overall auto insurance claims satisfaction score in 2014:
First Notice of Loss: Three Power Circles (about average)
Service Interaction: Three Power Circles (about average)
Appraisal: Three Power Circles (about average)
Repair Process: Three Power Circles (about average)
Rental Car Experience: Three Power Circles (about average)
Settlement: Three Power Circles (about average)
Overall Auto Claims Satisfaction: Three Power Circles (about average)
These companies scored .5% or more higher than Erie in the 2014 JD Power Auto Claims Satisfaction study: Amica, USAA, Auto-Owners, State Farm, American Family, Auto Club of Southern California, The Hartford, and NJ Manufacturers.
These companies scored 1% or more lower than Erie in the 2014 JD Power Auto Claims Satisfaction study: Allstate, Metlife, Farmers, Progressive, Auto Club, CSAA/AAA NCNU, 21st Century, Liberty Mutual, Esurance, and MAPFRE-Commerce.
2013: Erie scored 17 points (on a 1,000 point scale) or 1.7% above the 2013 JD Power Auto Claims Satisfaction study average, at 872 out of 1,000 points.
These companies scored 1.7% or more higher than Erie in the 2013 JD Power Auto Claims Satisfaction study: USAA, NJ Manufacturers, and Auto Club of Southern California.
These companies scored 1% or more lower than Erie in the 2013 JD Power Auto Claims Satisfaction study: The Hanover, Safeco, Allstate, Mercury, GEICO, Auto Club, Liberty Mutual, CSAA/AAA NCNU, Progressive, Metlife, MAPFRE-Commerce, Farmers, 21st Century, and Esurance.
2012: Erie scored 24 points (on a 1,000 point scale) or 2.4% above the 2012 JD Power Auto Claims Satisfaction study average, at 876 out of 1,000 points.
These companies scored 1.1% or more higher than Erie in the 2012 JD Power Auto Claims Satisfaction study: NJ Manufacturers, USAA, and Auto-Owners.
These companies scored .7% or more lower than Erie in the 2012 JD Power Auto Claims Satisfaction study: American Family, The Hartford, State Farm, Allstate, Travelers, CSAA/AAA NCNU, Nationwide, GMAC (Now called National General), Auto club, The Hanover, Liberty Mutual, GEICO, Progressive, Metlife, Safeco, Farmers, Mercury, 21st Century, Encompass, Esurance, and Commerce (MAPFRE).
Auto Insurance Claims Satisfaction Summary: Erie scored 2.4%, 1.7%, .2%, and .5% above the national average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a trend of decreasing scores and decreasing satisfaction to about average in the national JD Power Auto Claims Satisfaction study.
The Annual JD Power Auto Insurance Purchase Experience Study
In my opinion, the JD Power Auto Insurance Purchase Experience Study is the least important JD Power study for choosing a car insurance company. A car insurance company with terrible claims handling and customer service, but knowing it has an easy purchasing experience, is of little value. Buying auto insurance with most companies is easier than ever in 2016, and even before technology simplified things, the ease & accuracy of the sales process always depended more on the experience and customer focus of the agent quoting you, not the choice of insurance company. However, this study is useful as a sign of competitive pricing, since a company’s score is a reflection of the satisfaction of auto insurance shoppers with the prices they were quoted by the insurance company. This study considers and rates three categories: price, distribution channel (Website, Local Agent, Call Center Representative), and policy offerings, to determine a company’s numerical score for overall satisfaction in the purchasing experience.
The 2016 U.S. Insurance Shopping Study is based on responses from more than 17,000 shoppers who requested an auto insurance price quote from at least one competitive insurer in the past 9 months and includes more than 50,000 unique customer evaluations of insurers. The study was fielded in April, July & October 2015, and January 2016.
2016: Erie scored 27 points (on a 1,000 point scale) or 2.7% above the 2016 JD Power Auto Insurance Purchase Experience study average, at 853 out of 1,000 points.
Here is how Erie rated in the factors used to determine its overall satisfaction score for the auto insurance purchase experience in 2016:
Pricing: Five Power Circles (among the best)
Website: Not rated.
Local Agent: Four Power Circles (better than most)
Call Center Representative: Not rated.
Policy Offerings: Four Power Circles (better than most)
Overall Auto Insurance Purchase Satisfaction: Five Power Circles (among the best)
These companies also rated better than average for lower auto insurance rates in the 2016 JD Power Auto Insurance Purchase Experience study: USAA, Liberty Mutual, The Hartford, American Family, Automobile Club Group, Travelers, Ameriprise, CSAA Insurance Group, and Mercury.
These companies rated worse than average for lower auto insurance rates in the 2016 JD Power Auto Insurance Purchase Experience study: Progressive, Allstate, 21st Century, and MetLife.
2015: Erie scored 37 points (on a 1,000 point scale) or 3.7% above the 2015 JD Power Auto Insurance Purchase Experience study average, at 870 out of 1,000 points.
Here is how Erie rated in the factors used to determine its overall satisfaction score for the auto insurance purchase experience in 2015:
Pricing: Five Power Circles (among the best)
Website: Not rated.
Local Agent: Five Power Circles (among the best)
Call Center Representative: Not rated.
Policy Offerings: Four Power Circles (better than most)
Overall Auto Insurance Purchase Satisfaction: Five Power Circles (among the best)
These companies also rated better than average for lower auto insurance rates in the 2015 JD Power Auto Insurance Purchase Experience study: USAA, Ameriprise (available through Costco), The Hartford, California State Auto Association, Amica Mutual, Liberty Mutual, Auto Club Group, Travelers, & GEICO.
These companies rated worse than average for lower auto insurance rates in the 2015 JD Power Auto Insurance Purchase Experience study: Progressive, Allied, & Mercury.
2014: Erie scored 2.2 points (on a 1,000 point scale) or 2.2% above the 2014 JD Power Auto Insurance Purchase Experience study average, at 843 out of 1,000 points.
Here is how Erie rated in the factors used to determine its overall satisfaction score for the auto insurance purchase experience in 2014:
Pricing: Four Power Circles (better than most)
Website: Not rated
Local Agent: Five Power Circles (among the best)
Call Center Representative: not rated
Policy Offerings: Five Power Circles (among the best)
Overall Auto Insurance Purchase Satisfaction: Five Power Circles (among the best)
These companies also rated better than average for lower auto insurance rates in the 2014 JD Power Auto Insurance Purchase Experience study: Ameriprise (available through Costco), USAA, State Farm, The Hartford, Metlife, Liberty Mutual, GEICO, and Esurance.
JD Power Auto Insurance Purchase Experience Summary: Erie is the highest scoring company (tied with Liberty Mutual in 2016), other than USAA, with high ratings for coverage, pricing and the service provided by local Erie agents in the 2014 – 2016 JD Power U.S. Auto Insurance Purchase Experience studies.
However, don’t rely only on how Erie performed in this auto insurance shopping study to tell you if Erie has better than average auto insurance rates for you. The only way to really know if you are getting a good price or you are paying too much for your auto insurance is to check the rates of all the auto insurance companies providing coverage in your state.
The opinions of people in a survey about the auto insurance rates they were quoted, are not reliable for knowing the company with the best price for you, because so many individual rating factors specific to you are used to determine your insurance rates. A company with a low rate for one person (or even many people) may not have a low rate for you, and vice versa, companies with a reputation for high auto insurance rates may have the best rate for you.
24 out of 25 people contacting an auto insurance company for a price quote may find higher rates than they pay now, but if this is the company saving you a lot of money on your auto insurance coverage, who cares what those 10 out of 11 people think? Even a company receiving the lowest rating of two power circles in the Pricing category in the Auto Insurance Purchase Satisfaction Study, should not stop anyone from seeing what price that auto insurance company can offer them.
The Annual JD Power Homeowners Insurance Customer Satisfaction Study
2015: Erie scored 26 points (on a 1,000 point scale) or 2.6% above the 2015 JD Power Homeowners Insurance Customer Satisfaction study average, at 813 out of 1,000 points.
Here is how Erie rated in the five factors used to determine its overall homeowners insurance customer satisfaction score in 2015:
Policy Offerings: Four Power Circles (better than most)
Price: Five Power Circles (among the best)
Billing & Payment: Four Power Circles (better than most)
Interaction: Four Power Circles (better than most)
Claims: Four Power Circles (better than most)
Overall Homeowners Insurance Satisfaction: Four Power Circles (better than most)
Auto Club of Southern California Insurance scored about the same (two points lower as Erie in the 2015 JD Power Homeowners Insurance Customer Satisfaction study.
These companies scored .6% or more higher than Erie in the 2015 JD Power Homeowners Insurance Customer Satisfaction study (from highest scoring company to lowest scoring company): USAA, Amica, and Auto-Owners.
These companies scored .7% or more lower than Erie in the 2015 JD Power Homeowners Insurance Customer Satisfaction study (from highest scoring company to lowest scoring company): GEICO, American Family, COUNTRY Financial, Shelter, State Farm, Nationwide, Allstate, California State Auto Association (CSAA), Hartford, Chubb, Progressive, Cincinnati, Mercury, Farmers, Encompass, Automobile Club Group, Metlife, Kemper, Liberty Mutual, Safeco, Travelers, and Hanover.
2014: Erie scored 20 points (on a 1,000 point scale) or 2% above the 2014 JD Power Homeowners Insurance Customer Satisfaction study average, at 810 out of 1,000 points.
Here is how Erie rated in the five factors used to determine its overall homeowners insurance customer satisfaction score in 2014:
Policy Offerings: Four Power Circles (better than most)
Price: Four Power Circles (better than most)
Billing & Payment: Four Power Circles (better than most)
Interaction: Four Power Circles (better than most)
Claims: Three Power Circles (about average)
Overall Homeowners Insurance Satisfaction: Four Power Circles (better than most)
These companies scored 1.9% or more higher than Erie in the 2014 JD Power Homeowners Insurance Customer Satisfaction study: USAA, Amica, and Auto-Owners.
These companies scored 1.5% or more lower than Erie in the 2014 JD Power Homeowners Insurance Customer Satisfaction study: The Hartford, Country, Mercury, Allstate, CSAA/AAA NCNU, GEICO, Nationwide, Safeco, Farmers, Metlife, Liberty Mutual, Travelers, Auto Club, Progressive, and The Hanover.
2013: Erie scored 24 points (on a 1,000 point scale) or 2.4% above the 2013 JD Power Homeowners Insurance Customer Satisfaction study average, at 811 out of 1,000 points.
These companies scored 3.1% or more higher than Erie in the 2013 JD Power Homeowners Insurance Customer Satisfaction study: USAA and Amica.
These companies scored 1.3% or more lower than Erie in the 2013 JD Power Homeowners Insurance Customer Satisfaction study: Encompass, American Family, Progressive, Country, Allstate, GEICO, The Hartford, CSAA/AAA NCNU, Nationwide, Metlife, Safeco, Auto Club, Chubb, The Hanover, Farmers, Liberty Mutual, and Travelers.
2012: Erie scored 37 points (on a 1,000 point scale) or 3.7% above the 2012 JD Power Homeowners Insurance Customer Satisfaction study average, at 822 out of 1,000 points.
These companies scored 3.7% or more higher than Erie in the 2012 JD Power Homeowners Insurance Customer Satisfaction study: USAA and Amica.
These companies scored .7% or more lower than Erie in the 2012 JD Power Homeowners Insurance Customer Satisfaction study: American Family, Shelter, Cincinnati Insurance, State Farm, Nationwide, Auto-Owners, Chubb, Country, Encompass, The Hartford, Safeco, Allstate, Mercury, Auto Club, CSAA/AAA NCNU, The Hanover, Liberty Mutual, Metlife, Farmers, and Travelers.
Homeowners Insurance Customer Satisfaction Summary: Erie scored 3.7%, 2.4%, 2% and 2.6% above the national average each year in the 2012, 2013, 2014 & 2015 studies respectively, showing a trend of above average satisfaction from 2012 to 2015, in the national JD Power Homeowners Insurance Customer Satisfaction study.
The Annual JD Power Property Claims Satisfaction Study
The 2016 Property Claims Satisfaction Study is based on more than 5,700 responses from homeowners insurance customers who filed a property claim between January 2014 & December 2015.
2016: Erie scored 17 points (on a 1,000 point scale) or 1.7% above the 2016 US Property Claims Satisfaction study average, at 863 out of 1,000 points.
Here is how Erie rated in the five factors used to determine its overall property claims satisfaction score in 2016:
First Notice of Loss: Four Power Circles (better than most)
Service Interaction: Four Power Circles (better than most)
Estimation Process: Four Power Circles (better than most)
Repair Process: Four Power Circles (better than most)
Settlement: Four Power Circles (better than most)
Overall Property Claims Satisfaction: Four Power Circles (better than most)
These companies scored the same as Erie in the 2016 US Property Claims Satisfaction study: Country and Encompass.
These companies scored 1.2% or more higher than Erie in the 2016 US Property Claims Satisfaction study (from highest scoring company to lowest scoring company): Amica, Auto Club of Southern California, and USAA.
These companies scored .6% or more lower than Erie in the 2016 US Property Claims Satisfaction study (from highest scoring company to lowest scoring company): Safeco, State Farm, Liberty Mutual, The Hanover, Nationwide, American Family, Chubb, California State Auto Association (CSAA), Farmers, Allstate, Metlife, Travelers, Auto-Owners, Hartford, and MAPFRE (Commerce).
2015: Erie scored 23 points (on a 1,000 point scale) or 2.3% above the 2015 US Property Claims Satisfaction study average, at 874 out of 1,000 points.
The 2015 Property Claims Satisfaction Study was based on more than 6,100 responses from homeowners insurance customers who filed a property claim between January 2013 & December 2014.
Here is how Erie rated in the five factors used to determine its overall property claims satisfaction score in 2015:
First Notice of Loss: Four Power Circles (better than most)
Service Interaction: Five Power Circles (among the best)
Estimation Process: Four Power Circles (better than most)
Repair Process: Three Power Circles (about average)
Settlement: Four Power Circles (better than most)
Overall Property Claims Satisfaction: Four Power Circles (better than most)
These companies scored .7% or more higher than Erie in the 2015 US Property Claims Satisfaction study: USAA, Amica, Nationwide, and Country.
These companies scored 1.4% or more lower than Erie in the 2015 US Property Claims Satisfaction study: CSAA/AAA NCNU, Encompass, Allstate, State Farm, The Hartford, Metlife, Farmers, Safeco, Liberty Mutual, Auto Club of Southern California, American Family, The Hanover, Auto-Owners, and Auto Club.
2014: Erie scored 37 points (on a 1,000 point scale) or 3.7% above the 2014 JD Power Property Claims Satisfaction study average, at 877 out of 1,000 points.
These companies scored 2.1% or more higher than Erie in the 2014 JD Power Property Claims Satisfaction study: USAA and Amica.
These companies scored 1.9% or more lower than Erie in the 2014 JD Power Property Claims Satisfaction study: Nationwide, Auto-Owners, Farmers, Liberty Mutual, The Hartford, Safeco, Metlife, Allstate, State Farm, CHUBB, Travelers, CSAA/AAA NCNU, Auto Club of Southern California, American Family, and Auto Club.
2013: Erie scored 24 points (on a 1,000 point scale) or 2.4% above the 2013 JD Power Property Claims Satisfaction study average, at 856 out of 1,000 points.
These companies scored 1.1% or more higher than Erie in the 2013 JD Power Property Claims Satisfaction study: Amica, USAA, Chubb, and Encompass.
These companies scored 1.2% or more lower than Erie in the 2013 JD Power Property Claims Satisfaction study: American Family, Liberty Mutual, Allstate, Travelers, State Farm, Farmers, CSAA/AAA NCNU, and Safeco.
2012: Erie scored 31 points (on a 1,000 point scale) or 3.1% above the 2012 JD Power Property Claims Satisfaction study average, at 864 out of 1,000 points.
These companies scored .8% or more higher than Erie in the 2012 JD Power Property Claims Satisfaction study: USAA, Amica, Auto-Owners, and Nationwide.
These companies scored 1.6% or more lower than Erie in the 2012 JD Power Property Claims Satisfaction study: Auto Club of Southern California, Country, State Farm, American Family, CSAA/AAA NCNU, The Hartford, Safeco, Travelers, Allstate, Liberty Mutual, Metlife, Farmers, and The Hanover.
Homeowners Insurance Claims Satisfaction Summary: Erie scored 3.1%, 2.4%, 3.7%, 2.3%, and 1.7% above the national average each year in the 2012, 2013, 2014, 2015 & 2016 studies respectively, showing a strong trend of above average satisfaction each year in the national JD Power Property Claims Satisfaction study.
3. Erie Auto & Homeowners Insurance Complaint Statistics & Ratings
Another measure of quality for an auto or home insurance company is the number of upheld complaints filed against it with a state’s insurance regulatory authority, adjusted for the company’s market share. This part of the review will show you if Erie auto & home insurance has a better-than-average, average, or below-average complaint record for 2009, 2010, 2011, 2012, 2013, & 2014.
You may really like your auto or homeowners insurance company, or you may have heard from relatives or friends about the insurance companies they think have a good service, but you never really know how good your insurance company will be, until you have a serious claim. The good news is many insurance companies settle a good portion of their claims in a manner acceptable to the majority of their customers. However, the wise consumer should avoid insurance companies with a worse than average history of auto or home insurance complaints.
The most common reasons, for people to file auto & home insurance complaints with a state insurance department against insurance companies, are for delays in a claim payment, unsatisfactory payment of a claim, and denial of a claim. The complaint statistics used in this Erie insurance review are the number of upheld complaints filed against Erie, with a state’s insurance regulatory authority, adjusted for each company’s market share, as determined by the National Association of Insurance Commissioners. This section of my review provides valuable information to help you decide if Erie Insurance is best for you. By choosing a company with a better-than-average complaint history, or at least avoiding companies with consistent, worse-than-average complaint records, you decrease the likelihood you will have a negative experience, when you need your auto or home insurance company.
The auto & homeowners insurance complaint statistics for the Erie insurance companies listed below were calculated by the NAIC, and display the ratio of the company’s U.S. market share of closed complaints compared to its U.S. market share of premiums for a specific policy type. Complaint ratios lower than “1” have less complaints than average, and complaint ratios over “1” have more complaints than average. The lower the complaint ratio, the less complaints against the company. Ideally, you want to choose an insurance company with complaint ratios much less than 1.00 each year, over at least the last three years.
Don’t worry about comparing complaint ratio numbers, I devised a rating system to help you identify if an Erie insurance subsidiary has a good or poor complaint record.
Here’s how I establish my auto & homeowners (including condos & renters) insurance complaint ratings:
B = Better than average. Insurance companies with complaint ratios less than 75% of the average insurance company.
C = Average. Insurance companies with complaint ratios from 75% to 125% of the average insurance company. I use a minus sign (-) to indicate auto insurance complaint ratios slightly worse than average (1.05 to 1.25) and a plus sign (+) for auto insurance complaint ratios slightly better than average (.95 to .75).
W = Worse than average. Insurance companies with complaint ratios more than 125% of the average insurance company.
I prefer companies with the longest recent history of “B” ratings each year (or at least in the most recent three years). Companies with “B” or “C+” ratings are okay, too, particularly if they have less market share, with less than $50,000,000 in premiums for that line of insurance (auto or home) each year. I prefer to avoid companies with a consistently higher than average number of complaints, or with inconsistent complaint records, unless there are mitigating factors, such as a very small market share.
I. Erie Auto Insurance Complaints
Erie auto insurance complaint record considering all its subsidiaries:
Better than average
Erie has five subsidiary insurance companies selling auto and/or home insurance, some of which operate in the same states. The complaint statistics for these subsidiaries are shown below. The use of more than one auto or home insurance subsidiary company is usually to offer different pricing to specific risk profiles (for example, drivers with a clean driving record vs. drivers with tickets and accidents) or affinity groups (for example, Costco members, government employees, etc.), operate in a certain US state or group of states, or offer specific lines of insurance, such as business insurance or life insurance. If you are insured or quoted by Erie insurance, check your insurance paper work, such as your insurance ID card, declarations page, or written price quote, to find out the name of the Erie subsidiary insuring or quoting you, so you can check the proper complaint record.
Here are the auto insurance complaint records for each of the five Erie Insurance Group subsidiary companies licensed to insure private passenger vehicles in the states where the company sells auto insurance:
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = C (.93)
2015 US auto insurance premium = $307,606,777
2014 Auto Insurance Complaint Ratio = B (.51)
2014 US auto insurance premium = $293,185,722
2013 Auto Insurance Complaint Ratio = B (.16)
2013 US auto insurance premium = $277,192,908
2012 Auto Insurance Complaint Ratio = B (.40)
2012 US auto insurance premium = $265,553,190
2011 Auto Insurance Complaint Ratio = C+ (.90)
2011 US auto insurance premium = $257,186,049
2010 Auto Insurance Complaint Ratio = B (.23)
2010 US auto insurance premium = $259,243,426
2009 Auto Insurance Complaint Ratio = B (.61)
The Erie Insurance Company subsidiary insures private passenger vehicles in the District of Columbia, Illinois, Indiana, Maryland, New York, North Carolina, Ohio, Pennsylvania, Tennessee, Virginia, West Virginia, and Wisconsin. Erie Insurance Company has a lower than average number of auto insurance complaints each year, over the last six years, with its number of auto insurance complaints in its worst year during this period at 90% of the industry average. The auto insurance market share for Erie Insurance Company has increased each year since 2011, which may be an indication of competitive pricing for its auto insurance.
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = B (.33)
2015 US auto insurance premium = $2,014,385,981
2014 Auto Insurance Complaint Ratio = B (.42)
2014 US auto insurance premium = $1,892,307,066
2013 Auto Insurance Complaint Ratio = B (.70)
2013 US auto insurance premium = $1,784,611,980
2012 Auto Insurance Complaint Ratio = C+ (.82)
2012 US auto insurance premium = $1,684,895,778
2011 Auto Insurance Complaint Ratio = B (.51)
2011 US auto insurance premium = $1,614,024,308
2010 Auto Insurance Complaint Ratio = B (.58)
2010 US auto insurance premium = $1,572,131,540
2009 Auto Insurance Complaint Ratio = B (.51)
The Erie Insurance Exchange subsidiary is the largest Erie auto insurance subsidiary by far, more than six times as big as the next largest Erie auto insurance subsidiary. Erie Insurance Exchange insures private passenger vehicles in the District of Columbia, Illinois, Indiana, Maryland, North Carolina, Ohio, Pennsylvania, Tennessee, Virginia, West Virginia, and Wisconsin (but NOT in New York). Erie Insurance Exchange has a lower than average number of auto insurance complaints each year since 2009, with its number of auto insurance complaints, in its worst year during this period (2012), at 82% of the industry average. The auto insurance market share for Erie Insurance Exchange has increased each year since 2010, which may be an indication of competitive pricing for its auto insurance.
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = W (1.42)
2015 US auto insurance premium = $160,651,941
2014 Auto Insurance Complaint Ratio = C- (1.12)
2014 US auto insurance premium = $151,950,350
2013 Auto Insurance Complaint Ratio = C+ (.91)
2013 US auto insurance premium = $142,975,865
2012 Auto Insurance Complaint Ratio = C+ (.88)
2012 US auto insurance premium = $131,951,156
2011 Auto Insurance Complaint Ratio = B (.49)
2011 US auto insurance premium = $123,323,719
2010 Auto Insurance Complaint Ratio = C (.95)
2010 US auto insurance premium = $116,325,675
2009 Auto Insurance Complaint Ratio = B (.67)
The Erie Insurance Property & Casualty Company subsidiary insures private passenger vehicles in the District of Columbia, Illinois, Indiana, Maryland, New York, North Carolina, Pennsylvania, Tennessee, Virginia, West Virginia, and Wisconsin (but NOT in Ohio). Erie Insurance Property & Casualty Company has a lower to slightly lower than average number of auto insurance complaints in five of the last six years, but its number of auto insurance complaints in 2014 was 12% more than the industry average. The auto insurance market share for Erie Insurance Property & Casualty Company has increased each year since 2010, which may be an indication of competitive pricing for its auto insurance.
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = B (.71)
2015 US auto insurance premium = $31,997,565
2014 Auto Insurance Complaint Ratio = B (0) (No complaints)
2014 US auto insurance premium = $24,072,433
2013 Auto Insurance Complaint Ratio = B (0) (No complaints)
2013 US auto insurance premium = $13,713,460
2012 Auto Insurance Complaint Ratio = B (0) (No complaints)
2012 US auto insurance premium = $3,274,883
2011 Auto Insurance Complaint Ratio = B (0) (No complaints)
2011 US auto insurance premium = $2,959,954
2010 Auto Insurance Complaint Ratio = B (0) (No complaints)
2010 US auto insurance premium = $2,892,077
2009 Auto Insurance Complaint Ratio = B (0) (No complaints)
The Erie Insurance Company of New York subsidiary insures private passenger vehicles in the District of Columbia, Illinois, Indiana, Maryland, New York, North Carolina, Pennsylvania, Tennessee, Virginia, West Virginia, and Wisconsin (but NOT in Ohio). Erie Insurance Company of New York has a perfect auto insurance complaint history over the last six years, with no auto insurance complaints during this period. The auto insurance market share for Erie Insurance Property & Casualty Company has increased each year since 2010, and quadrupling from 2012 to 2013, which may be an indication of competitive pricing for its auto insurance.
B = Better than Average C = Average W = Worse than Average
2015 Auto Insurance Complaint Ratio = B (0) (No complaints)
2015 US auto insurance premium = $949,188
2014 Auto Insurance Complaint Ratio = B (0) (No complaints)
2014 US auto insurance premium = $1,154,937
2013 Auto Insurance Complaint Ratio = B (0) (No complaints)
2013 US auto insurance premium = $1,046,426
2012 Auto Insurance Complaint Ratio = B (0) (No complaints)
2012 US auto insurance premium = $1,114,508
2011 Auto Insurance Complaint Ratio = B (0) (No complaints)
2011 US auto insurance premium = $1,340,792
2010 Auto Insurance Complaint Ratio = B (0) (No complaints)
2010 US auto insurance premium = $1,750,414
2009 Auto Insurance Complaint Ratio = W (3.85)
The Flagship City Insurance Company subsidiary is licensed to insure private passenger vehicles in the District of Columbia, Illinois, Indiana, Maryland, New York, North Carolina, Pennsylvania, Tennessee, Virginia, West Virginia, and Wisconsin (but NOT in Ohio). Flagship City Insurance Company has a perfect auto insurance complaint history over the most recent five of the last six years, with no auto insurance complaints from 2010 to 2014. Because this is a very small subsidiary, only one or two complaints can lead to very high complaint ratios, which I think was the case in 2009. The auto insurance market share for Flagship City Insurance Company has been flat in recent years and has decreased since 2010, so this subsidiary may not be selling new auto insurance policies.
II. Erie Homeowners (Condos and Renters) Insurance Complaints
Erie home insurance complaint record considering all its subsidiaries:
Better than average
Erie Insurance sells home insurance through four subsidiary companies, and you can check each subsidiary’s homeowners insurance complaint record from 2009 to 2014 below:
B = Better than Average C = Average W = Worse than Average
2015 Home Insurance Complaint Ratio = B (.20)
2015 US home insurance premium = $500,918,647
2014 Home Insurance Complaint Ratio = B (.39)
2014 US home insurance premium = $355,710,003
2013 Home Insurance Complaint Ratio = B (.64)
2013 US home insurance premium = $211,571,264
2012 Home Insurance Complaint Ratio = B (.62)
2012 US home insurance premium = $78,615,030
2011 Home Insurance Complaint Ratio = W (1.79)
2011 US home insurance premium = $31,688,290
2010 Home Insurance Complaint Ratio = B (.34)
2010 US home insurance premium = $26,731,712
2009 Home Insurance Complaint Ratio = W (1.40)
The Erie Insurance Company subsidiary insures homes in the District of Columbia, Illinois, Indiana, Maryland, New York, North Carolina, Ohio, Pennsylvania, Tennessee, Virginia, West Virginia, and Wisconsin. Erie Insurance Company has a better than average home insurance complaint history over the most recent three years, but with worse-than-average home insurance complaint ratios in 2009 & 2011. I like to see a consistent, recent (and preferably long) history of better-than-average complaint ratios. The home insurance market share for Erie Insurance Company has increased greatly each year since 2010, which may be a strong indication of competitive pricing for its home insurance.
B = Better than Average C = Average W = Worse than Average
2015 Home Insurance Complaint Ratio = B (.31)
2015 US home insurance premium = $911,897,388
2014 Home Insurance Complaint Ratio = B (.21)
2014 US home insurance premium = $956,353,703
2013 Home Insurance Complaint Ratio = B (.33)
2013 US home insurance premium = $964,677,220
2012 Home Insurance Complaint Ratio = B (.67)
2012 US home insurance premium = $942,075,643
2011 Home Insurance Complaint Ratio = B (.45)
2011 US home insurance premium = $858,930,207
2010 Home Insurance Complaint Ratio = B (.34)
2010 US home insurance premium = $785,686,192
2009 Home Insurance Complaint Ratio = B (.33)
The Erie Insurance Exchange subsidiary is the largest Erie home insurance subsidiary by far, more than ten times as big as the next largest Erie home insurance subsidiary. Erie Insurance Exchange insures homes in the District of Columbia, Illinois, Indiana, Maryland, North Carolina, Ohio, Pennsylvania, Tennessee, Virginia, West Virginia, and Wisconsin (but NOT in New York). Erie Insurance Exchange has a consistent better-than-average home insurance complaint history over the last six years, with its number of home insurance complaints, in its worst year during this period (2012), at 67% of the industry average. The home insurance market share for Erie Insurance Exchange has been flat over the last three years, but maintaining its large home insurance market share may be an indication of competitive pricing for its home insurance.
B = Better than Average C = Average W = Worse than Average
2015 Home Insurance Complaint Ratio = B (.40)
2015 US home insurance premium = $49,227,411
2014 Home Insurance Complaint Ratio = B (.54)
2014 US home insurance premium = $50,992,694
2013 Home Insurance Complaint Ratio = B (.45)
2013 US home insurance premium = $50,482,023
2012 Home Insurance Complaint Ratio = B (.64)
2012 US home insurance premium = $50,593,145
2011 Home Insurance Complaint Ratio = B (.34)
2011 US home insurance premium = $47,344,029
2010 Home Insurance Complaint Ratio = B (.66)
2010 US home insurance premium = $41,265,042
2009 Home Insurance Complaint Ratio = B (.45)
The Erie Insurance Property & Casualty Company subsidiary insures homes in the District of Columbia, Illinois, Indiana, Maryland, New York, North Carolina, Pennsylvania, Tennessee, Virginia, West Virginia, and Wisconsin (but NOT in Ohio). Erie Insurance Property & Casualty Company has a consistent, better-than-average home insurance complaint history over the last six years, with its number of home insurance complaints, in its worst year during this period (2010), at 66% of the industry average. The home insurance market share for Erie Insurance Property & Casualty Company has been flat over the last three years, which may be an indication Erie Insurance Property & Casualty Company no longer has competitive pricing for its home insurance.
B = Better than Average C = Average W = Worse than Average
2015 Home Insurance Complaint Ratio = B (0) (No complaints)
2015 US home insurance premium = $9,500,925
2014 Home Insurance Complaint Ratio = B (0) (No complaints)
2014 US home insurance premium = $5,369,111
2013 Home Insurance Complaint Ratio = B (0) (No complaints)
2013 US home insurance premium = $425,395
2012 Home Insurance Complaint Ratio = No home insurance policies in force
2012 US home insurance premium = $0
The Erie Insurance Company of New York subsidiary started offering home insurance in 2013, and operates in the District of Columbia, Illinois, Indiana, Maryland, New York, North Carolina, Pennsylvania, Tennessee, Virginia, West Virginia, and Wisconsin (but NOT in Ohio). Erie Insurance Company of New York has a perfect home insurance complaint history since it started insuring homes in 2013, with no home insurance complaints in 2013 or 2014. The home insurance market share for Erie Insurance Property & Casualty Company increased quite a bit from 2013 to 2014, which may be an indication of competitive pricing for its homeowners insurance.
4. Erie Auto & Home Insurance Rates & Pricing Compared to Competitors
Homeowners Insurance
Erie received the highest rating of five power circles (among the best) for homeowners insurance pricing in the national 2015 JD Power U.S. Homeowners Insurance Satisfaction study. The following companies also rated better than average (4 power circles or 5 power circles) for lower homeowners insurance rates in the 2015 JD Power Homeowners Insurance Satisfaction study: USAA, Amica, Auto Club of SC, GEICO, Auto-Owners, and Mercury.
The following companies received the worst JD Power rating of 2 power circles for homeowners insurance rates in the 2015 JD Power Homeowners Insurance Satisfaction study: Kemper, Liberty Mutual, and Hanover.
Auto Insurance
Erie received the highest rating of five power circles (among the best) in the category of auto insurance pricing for the District of Columbia and the states of Illinois, Indiana, Maryland, Ohio, Pennsylvania, Virginia, West Virginia and Wisconsin, in the 2015 JD Power Auto Insurance Customer Satisfaction study. The following companies also rated above average (4 power circles or 5 power circles) for lower auto insurance rates in the 2015 JD Power Auto Insurance Customer Satisfaction study in the some of the same states where Erie was rated: USAA, GEICO, Grange, Indiana Farm Bureau, COUNTRY Financial, Progressive, and The Hartford.
Erie received the highest rating of five power circles (among the best) for the category of Pricing in the 2016 JD Power U.S. Auto Insurance Purchase Experience Study. The following companies also rated above average (4 power circles or 5 power circles) for lower auto insurance rates nationally in the 2016 JD Power Auto Insurance Purchase Experience Study: USAA, Liberty Mutual, The Hartford, American Family, Automobile Club Group, Travelers, Ameriprise, CSAA Insurance Group, and Mercury.
However, the companies with the best rates for some people participating in a survey may not have low rates for you. To get lower auto or home insurance rates, the only way to know if any insurance company has high or low rates for you is to conduct your own pricing survey, by obtaining price quotes & reviewing your coverage with all the leading insurance companies in your state, to find the best company for you.